Senior Enterprise Platform Administrator

Role Title: Senior Enterprise Platform Administrator (ServiceNow & Atlassian)

Our client is seeking an experienced platform professional to own the administration, configuration, and evolution of enterprise work management platforms, with a primary focus on ServiceNow Strategic Portfolio Management (SPM) and Atlassian Jira/Confluence. This role is both technical and collaborative, balancing hands-on platform engineering with governance, stakeholder engagement, and continuous improvement.

You will partner closely with portfolio, finance, Agile enablement, and platform teams to deliver scalable, secure, and well-governed solutions that align to enterprise standards and business outcomes.

Core Responsibilities

Platform Administration & Reliability
• Administer, configure, and support ServiceNow SPM, Jira, and Confluence (Data Center and Cloud)
• Ensure platform availability, performance, scalability, and security, including marketplace add-ons and integrations
• Lead platform upgrades, release impact assessments, testing, and health improvements
• Perform best-practice maintenance activities, including customization reduction, data archiving, and user/group audits
• Monitor system performance and execute proactive maintenance and optimization activities

Configuration, Automation & Integration
• Configure workflows, projects, issue types, screens, fields, permissions, and automation across ServiceNow SPM and Jira
• Ensure alignment and synchronization between portfolio, delivery, and Agile tooling
• Implement and maintain integrations between Jira, ServiceNow SPM, DevOps tools (GitHub, Jenkins), and third-party plugins
• Develop scripts and automation using JQL, Groovy, Python, or PowerShell to enhance platform capabilities

Governance, Standards & Roadmap
• Define, document, and enforce governance standards, usage guidelines, and operating procedures
• Participate in technical design reviews and governance forums to ensure alignment with platform strategy
• Support demand intake, roadmap planning, prioritization, and delivery of platform enhancements

Stakeholder Engagement & Enablement
• Serve as an escalation point for platform issues, enhancements, and delivery initiatives
• Communicate platform changes, upgrades, and impacts to internal teams and external partners
• Build strong relationships across enterprise portfolio, finance, Agile, and technology teams

Training, Support & Adoption
• Provide end-user support, troubleshooting, and post-implementation assistance
• Develop documentation, best practices, and training materials
• Deliver training sessions to users, administrators, and stakeholders to drive adoption and effective usage

Monitoring, Reporting & Insights
• Define and track KPIs to measure platform health, adoption, and operational effectiveness
• Build and maintain dashboards, reports, and automation using ServiceNow reporting, JQL, Automation for Jira, and Tableau
• Continuously evaluate platform performance and implement improvements to support high availability

Migration & Platform Transformation
• Support and contribute to migration initiatives from Jira/Confluence Data Center to Atlassian Cloud
• Assist with data migration, validation, integration updates, and post-migration optimization

Required Experience & Skills
• 5+ years of hands-on experience with ServiceNow, including deep expertise in the Strategic Portfolio Management (SPM) module
• 5+ years of experience administering and customizing Jira and Confluence (Data Center)
• Strong understanding of Atlassian Cloud, Confluence Cloud, and Atlassian Organization administration
• Proficiency with JQL, scripting, and automation frameworks within Jira
• Experience with Jira add-ons such as ScriptRunner, JSU Automation, Agile Poker, draw.io, Better Excel Exporter, Bulk Clone, Power Scripts, and similar tools
• Solid understanding of Agile delivery frameworks (Scrum, Kanban) and ITSM processes
• Experience integrating Jira with DevOps toolchains and ServiceNow SPM
• Strong troubleshooting skills across ServiceNow, Jira, and Confluence platforms
• Excellent communication skills with the ability to explain technical concepts to diverse audiences
• Strong knowledge of platform security, permissions, and enterprise user management best practices

Technical Environment
• Unix/Linux server administration, shell scripting, performance tuning, and troubleshooting
• AWS services including EC2, RDS/Aurora PostgreSQL, Elastic Load Balancing, EFS, VPC networking, and CloudWatch
• Experience collaborating with DBA, DevOps, and managed file transfer (Axway MFT) teams

Preferred Qualifications
• Bachelor’s degree in Computer Science, Information Systems, Engineering, or a related discipline
• Experience with system and API integrations across Jira (Data Center or Cloud), ServiceNow SPM, Axway MFTs, Apptio, and enterprise data platforms
• Hands-on experience migrating from Jira/Confluence Data Center to Atlassian Cloud
• Atlassian certifications (Cloud or Data Center)
• ServiceNow Certified Implementation Specialist – Strategic Portfolio Management

Salary: $115,000 to $130,000 annually

Compensation is based on a range of factors that include relevant experience, knowledge, skills, other job-related qualifications.